Pub. 4 Issue 2

13 Issue 2 2017 Auto dealers often must draw the line: in court, with employees and unions, and with competitors. As one of the largest labor and employment firms, Fisher Phillips has the experience and tenacity to help you get the results you need. That’s why some of the savviest employers come to us to handle their toughest workplace issues. FISHER PHILLIPS. WHEN YOU HAVE TO DRAW A LINE IN THE SAND. 444 South Flower Street • Suite 1500 • Los Angeles, CA 90071 213.330.4500 • fisherphillips.com customer experience full circle. Even if a third-party service company completes the standard five-question survey, it is a good practice to dial up the customer and speak with him/her directly from the dealership. This is just one more step that shows the customer that you care about them and their experience. Many advisors prefer not to place these calls for a commonplace reason: they want to avoid hearing the unsatisfied customer on the other end. However, contrary to popular belief, this is a great customer to reach. Do not confuse this assertion with “unhappy customers are good”; rather, take it as an opportunity to rectify the situation. If their experience was less than positive, this extra step can only help your cause and demonstrate your effort and commitment to improve their experience in the future. In fact, not placing the call means the issue goes unaddressed and – worst case scenario – the dealership has lost a customer due to lack of attention. In total, a good practice is to call customers within 24 hours of pickup. With the exception of recommendation #5, the above action items do not require any extra, burdensome work. However, they do require that you adjust your way of looking at and considering your current procedures. Regarding your service department as a cornerstone to customer experience and satisfaction may shed some new and welcome light upon how your run its operations, as customer loyalty and reputation go hand in hand and are impactful drivers of any dealership’s success.  About DHG Dealerships: DHG Dealerships has a team of dedicated professionals working exclusively with dealerships across the country. We serve more than 2,500 rooftops across all 50 states, representing dealership groups of all sizes, including six of the top 10 dealership groups in the country. In addition to providing traditional tax and assurance services, we help keep our clients ahead of relevant and emerging industry trends, including mergers and acquisitions; succession planning; facilities and factory matters; risk and regulatory; performance; and people and talent acquisition.